Walk-Ins Welcome: A Healthcare Marketing Podcast

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259

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Oct 2026

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Welcome to 'Walk-Ins Welcome: A Healthcare Marketing Podcast,' presented weekly by Nick Hoard and Michael Ray of Patient Care Marketing Pros. Tune in each week to hear from Nick and Michael as they share valuable advice, engaging interviews, and success stories to inspire and inform you about the nuances of healthcare marketing to help you increase your clinic's patient volume.

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October 28, 2026Episode 25423 min

Ep. 254: The Cost of Digital Marketing in 2027

Are you spending enough on marketing to grow your urgent care, or are you putting money into the wrong places? As urgent care clinics prepare for 2027, building an effective marketing budget means more than repeating last year's spending. With increasing competition, changing search behavior, and new AI tools, clinic owners need to understand where their marketing dollars can make the biggest impact. In this episode of Walk-Ins Welcome , Nick and Michael break down how urgent care clinics should approach their marketing budgets for 2027, including Google Ads, SEO, AI visibility, websites, and patient conversion. They discuss common budgeting mistakes, what different marketing channels cost, and why generating clicks and calls means little if those opportunities aren't turning into actual patient visits. 🔥 In This Episode, You'll Learn: 💰 How to approach your urgent care marketing budget for 2027 📊 The three essential parts of a marketing strategy: awareness, conversion, and retention 🔍 Why SEO remains an important investment for long-term patient acquisition 🤖 How AI visibility could influence where patients discover your clinic 📈 Why Google Ads performance depends on more than increasing your budget 🎯 How irrelevant search terms and misleading conversions can waste advertising dollars 📞 Why front desk call handling and online booking matter just as much as your ads 🌐 What to consider when budgeting for your clinic's website 📱 When Meta Ads make sense as part of your marketing strategy 🏥 Why your ultimate goal should be patient visits, not just clicks or impressions The biggest takeaway? Your marketing budget should be built around attracting the right patients and turning those opportunities into visits. Spending more isn't automatically the answer. Understanding what's working, where patients are being lost, and how your marketing channels work together can help you make smarter investments. Nick and Michael also discuss why clinics should approach emerging opportunities like AI visibility strategically while continuing to strengthen the fundamentals that already drive patient acquisition. 🛠️ Resources Explore Patient Care Marketing Pros: https://patientcaremarketingpros.com/ Take the Urgent Care Scorecard: https://offer.patientcaremarketingpros.com/urgent-care-scorecard Learn About Urgent Care SEO: https://patientcaremarketingpros.com/urgent-care-seo/ 10 Essential Marketing Tips for Urgent Care Centers: https://patientcaremarketingpros.com/articles/10-essential-marketing-tips-for-urgent-care-centers/ Schedule a Strategy Session: https://patientcaremarketingpros.com/schedule-a-call/ 💬 Stay Connected Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want To Collaborate With Walk-Ins Welcome? Are you looking to dive into collaboration opportunities with Walk-Ins Welcome? Whether you're interested in being a guest, exploring sponsorship possibilities, inviting us onto your platform, or have a unique idea in mind, we're all ears! https://patientcaremarketingpros.com/podcast-inquiry/ 🎵 Intro and Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

October 21, 2026Episode 25331 min

Ep 253: How to Make Your Urgent Care Team Feel Appreciated

A little appreciation can go a long way, and it does not have to come with a big price tag. This episode of Walk-Ins Welcome starts with a surprise: Michael tracked down the school pizza, crispitos, and breakfast pizza Nick remembered from high school. But the food leads to a much bigger conversation about leadership. Nick and Michael break down how understanding what makes individual team members feel appreciated can strengthen your culture, improve the employee experience, and ultimately influence the way your team takes care of patients. As urgent cares head into busy season, they challenge owners and managers to pay attention to the people doing the work and find intentional ways to make them feel seen. 🔥 In This Episode, You’ll Learn: 🍕 Why a simple school pizza inspired an entire conversation about employee appreciation 👥 Why appreciation does not have to be expensive or extravagant 🎁 How different employees prefer to receive recognition and appreciation 👀 Why knowing your team personally makes meaningful recognition easier ☕ How small gestures like a favorite coffee, snack, or DoorDash delivery can make an impact 👏 How to recognize employees whose best work happens behind the scenes 💬 Why words of affirmation work for some employees but can make others uncomfortable 🏠 How remote work can change the way leaders connect with their teams ❤️ Why paying employees well matters, but may not be enough by itself to make people feel appreciated 🏥 How taking care of your team can influence the way they take care of your patients One of the biggest takeaways is simple: you have to know your people. Nick and Michael discuss watching how employees show appreciation to others, asking what makes them feel valued, and learning the small details that help recognition feel personal rather than generic. Pasted text And for urgent care leaders, that investment can extend beyond company culture. Nick and Michael connect an engaged, appreciated team with better patient interactions, stronger reviews, and ultimately a healthier business. 🛠️ Resources Explore Patient Care Marketing Pros: https://patientcaremarketingpros.com/ Take the Urgent Care Scorecard: https://offer.patientcaremarketingpros.com/urgent-care-scorecard 10 Essential Marketing Tips for Urgent Care Centers: https://patientcaremarketingpros.com/articles/10-essential-marketing-tips-for-urgent-care-centers/ Schedule a Strategy Session: https://patientcaremarketingpros.com/schedule-a-call/ 💬 Stay Connected Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want To Collaborate With Walk-Ins Welcome? Are you looking to dive into collaboration opportunities with Walk-Ins Welcome? Whether you're interested in being a guest, exploring sponsorship possibilities, inviting us onto your platform, or have a unique idea in mind, we're all ears! https://patientcaremarketingpros.com/podcast-inquiry/ 🎵 Intro and Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

October 14, 2026Episode 25242 min

Ep.252: AI Content, Social Media & What Urgent Care Clinics Are Getting Wrong

Social media is changing, and urgent care clinics need to rethink what they're posting. With AI-generated content flooding social feeds, standing out isn't necessarily about creating more polished posts. It's about being authentic, understanding your audience, and knowing what works on each platform. In this episode of Walk-Ins Welcome , Nick and Michael break down how urgent care clinics can approach Facebook, Instagram, TikTok, X, and YouTube differently. From building community and showcasing your team to creating educational videos and participating in trends, they explain why copying the same content across every platform isn't always the best approach. 🔥 In This Episode, You'll Learn: 🤖 Why AI-generated content can make social media feel less authentic 📱 Why each social platform needs a different content approach 👥 How Facebook can help your urgent care connect with its community 📸 Why Instagram is a place to showcase your clinic, providers, and culture 🎥 How TikTok trends and authentic personalities can build engagement 💬 Why X is better suited for opinions and industry conversations ▶️ How YouTube can help educate patients and build trust 🏥 Why content created by your actual clinic team can be more meaningful than generic marketing posts ⚠️ Why clinic owners need clear guidelines for anyone managing their social media The biggest takeaway? Your clinic doesn't need to become a social media influencer. It needs to create content that fits the platform and connects with real people. 🛠️ Resources Patient Care Marketing Pros: https://patientcaremarketingpros.com/ 10 Essential Marketing Tips for Urgent Care Centers: https://patientcaremarketingpros.com/articles/10-essential-marketing-tips-for-urgent-care-centers/ Urgent Care Scorecard: https://offer.patientcaremarketingpros.com/urgent-care-scorecard Schedule a Strategy Session: https://patientcaremarketingpros.com/schedule-a-call/ 💬 Stay Connected Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want To Collaborate With Walk-Ins Welcome? Are you looking to dive into collaboration opportunities with Walk-Ins Welcome? Whether you're interested in being a guest, exploring sponsorship possibilities, inviting us onto your platform, or have a unique idea in mind, we're all ears! https://patientcaremarketingpros.com/podcast-inquiry/ 🎵 Intro and Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

October 7, 2026Episode 25140 min

Ep. 251: Meet the Pros: Sharks, Service & the Patient Experience With Kimberly Thomas

What does Shark Week, accounting, and a frustrating urgent care visit have in common? Meet Kimberly Thomas, Finance and Admin Director at Patient Care Marketing Pros. In this episode of Walk-Ins Welcome , Kimberly joins Michael for our Meet the Pros series to talk about her five-plus years with PCMP, her unexpected obsession with sharks, and the career path that brought her to the team. Then the conversation shifts to a recent urgent care visit with her son. What started with difficulty scheduling an appointment turned into problems with customer service, provider communication, prescriptions, and billing. Kimberly and Michael break down what went wrong, what could have been handled differently, and what urgent care leaders can learn from the experience 🔥 In This Episode, You’ll Learn: 🦈 Why Kimberly originally dreamed of becoming a marine biologist ✈️ How her career eventually led her to PCMP 🏥 What one frustrating visit revealed about the patient experience 📞 Why telling callers to simply “walk in” can be a missed opportunity 📅 How appointments can create confidence and commitment 👋 Why the front desk sets the tone for the entire visit 🩺 How provider communication shapes the patient experience 💳 Why billing communication matters after the visit 💊 Why prescriptions and follow-up are still part of the experience 🔄 How one negative visit can lose more than one patient The big takeaway? Every patient touchpoint matters. From the first phone call to the final bill, communication and training can determine whether someone chooses your clinic again. Ask yourself: When patients experience your clinic from beginning to end, do they want to come back? 🛠️ Resources Patient Care Marketing Pros: https://patientcaremarketingpros.com/ Urgent Care Scorecard: https://offer.patientcaremarketingpros.com/urgent-care-scorecard 10 Essential Marketing Tips: https://patientcaremarketingpros.com/articles/10-essential-marketing-tips-for-urgent-care-centers/ Improve Your Google Business Profile: https://patientcaremarketingpros.com/articles/improving-google-my-business-for-urgent-care-centers/ Schedule a Strategy Session: https://patientcaremarketingpros.com/schedule-a-call/ 🎙️ Referenced Episodes Ep. 227: Google Reviews Are More Powerful Than Your Website https://podcasts.apple.com/us/podcast/ep-227-google-reviews-are-more-powerful-than-your/id1593229248?i=1000766726870 Ep. 5: Online Reviews for Urgent Cares https://podcasts.apple.com/us/podcast/ep-5-online-reviews-for-urgent-cares/id1593229248?i=1000541268768 💬 Stay Connected Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want To Collaborate With Walk-Ins Welcome? Are you looking to dive into collaboration opportunities with Walk-Ins Welcome? Whether you're interested in being a guest, exploring sponsorship possibilities, inviting us onto your platform, or have a unique idea in mind, we're all ears! https://patientcaremarketingpros.com/podcast-inquiry/ 🎵 Intro and Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

September 30, 2026Episode 25027 min

Ep. 250: 250 Episodes Later: What Actually Works in Urgent Care Marketing

250 episodes. Five years. More than 125 hours talking about urgent care marketing, growth, and everything we’ve learned along the way. In this milestone episode of Walk-Ins Welcome , Nick and Michael look back at how the podcast started with a single USB microphone and grew alongside Patient Care Marketing Pros and the urgent care community. They revisit the topics listeners have responded to most, including front desk performance, missed calls, patient volume, and the 90-day clinic rescue, and explain why so many of those conversations ultimately come back to the same challenge: building a healthier, more sustainable urgent care business. They also share PCMP’s mission to help 100 urgent care brands reach 40 patients per day per location and discuss what years of working across different clinics and markets have taught the team about growth, seasonality, and what actually works. 🔥 In This Episode, You’ll Learn: 🎙️ How Walk-Ins Welcome went from one microphone to 250 episodes 📈 What the podcast’s most popular topics reveal about the challenges urgent care owners are facing 🏥 Why PCMP has made helping 100 urgent care brands reach 40 patients per day a core mission 📅 How seasonality affects urgent care patient volume and growth strategies 🌎 What PCMP has learned from working with urgent care organizations across different markets 📊 How years of data and experience have changed the way PCMP approaches new clinic growth 🎧 Why Nick and Michael want to feature more real stories from urgent care owners and operators ✅ How the Urgent Care Marketing Scorecard can help identify gaps in your clinic’s marketing The episode also looks ahead. Nick and Michael want Walk-Ins Welcome to continue evolving, with more useful content, stronger guest conversations, and more stories directly from the urgent care community. If you’ve built, grown, struggled with, sold, or are currently operating an urgent care, they want to hear your story. 🛠️ Resources: Take the Urgent Care Marketing Scorecard: https://offer.patientcaremarketingpros.com/urgent-care-scorecard Explore Patient Care Marketing Pros: https://patientcaremarketingpros.com/ Urgent Care SEO: https://patientcaremarketingpros.com/urgent-care-seo/ 10 Essential Marketing Tips for Urgent Care Centers: https://patientcaremarketingpros.com/articles/10-essential-marketing-tips-for-urgent-care-centers/ Schedule a Call With PCMP: https://patientcaremarketingpros.com/schedule-a-call/ 💬 Stay Connected: Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want To Collaborate With Walk-Ins Welcome? Are you looking to dive into collaboration opportunities with Walk-Ins Welcome? Whether you're interested in being a guest, exploring sponsorship possibilities, inviting us onto your platform, or have a unique idea in mind, we're all ears! https://patientcaremarketingpros.com/podcast-inquiry/ 🎵 Intro and Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

September 23, 2026Episode 24929 min

Ep. 249: 12 Years Without a Dentist: A Lesson in Patient Experience

What Urgent Care Can Learn From a Trip to the Dentist What can a trip to the dentist teach you about running a better urgent care? More than you might think. After avoiding the dentist for 12 years, Michael finally went back and walked away with more than just a clean bill of dental health. In this episode of Walk-Ins Welcome, Nick and Michael break down his entire patient experience, from appointment reminders and digital paperwork to the front desk greeting, communication during the visit, and being personally walked out at the end. Then they look at how urgent care clinics can apply those same small details to create a smoother, more memorable patient experience. 🔥 In This Episode, You’ll Learn: 🦷 What happened when Michael returned to the dentist after 12 years 📱 How appointment reminders and digital paperwork made the visit easier before he even arrived 👋 Why greeting patients by name can make a difference at the front desk 🗣️ How explaining what happens next removes uncertainty throughout the patient journey 😊 Why the attitude of your staff can completely change how a patient perceives their visit 🚪 How something as simple as walking a patient out can improve the final impression of your clinic ⭐ The one thing Michael’s dentist didn’t do during an otherwise excellent experience: ask for a review 📅 Why Nick and Michael believe in “booking a meeting from a meeting” and creating opportunities for appropriate follow-up care 🏥 How urgent care owners can evaluate their clinic from the patient’s perspective, rather than only looking at internal operations 💯 The question every clinic owner should consider: If you were the patient, how would you rate your own urgent care? 🛠️ Resources: Take the Urgent Care Marketing Scorecard: https://offer.patientcaremarketingpros.com/urgent-care-scorecard Learn more about Patient Care Marketing Pros: https://patientcaremarketingpros.com/ 10 Essential Marketing Tips for Urgent Care Centers: https://patientcaremarketingpros.com/articles/10-essential-marketing-tips-for-urgent-care-centers/ Improving Google Business Profile for Urgent Care Centers: https://patientcaremarketingpros.com/articles/improving-google-my-business-for-urgent-care-centers/ Looking to grow your urgent care? https://patientcaremarketingpros.com/schedule-a-call/ 🎙️ Referenced Episodes & Internal Listening Opportunities: Ep. 227: Google Reviews Are More Powerful Than Your Website https://podcasts.apple.com/us/podcast/ep-227-google-reviews-are-more-powerful-than-your/id1593229248?i=1000766726870 Ep. 5: Online Reviews for Urgent Cares https://podcasts.apple.com/us/podcast/ep-5-online-reviews-for-urgent-cares/id1593229248?i=1000541268768 💬 Stay Connected: Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want To Collaborate With Walk-Ins Welcome? Are you looking to dive into collaboration opportunities with Walk-Ins Welcome? Whether you're interested in being a guest, exploring sponsorship possibilities, inviting us onto your platform, or have a unique idea in mind, we're all ears! https://patientcaremarketingpros.com/podcast-inquiry/ 🎵 Intro and Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

September 16, 2026Episode 24843 min

Ep. 248: Is Your Urgent Care Invisible to AI? | Part 2

In Part 1, Nick and Michael broke down how AI is changing the way patients search for urgent care and why clinics need to understand what platforms like ChatGPT, Gemini, and Google AI Overviews know about their business. Now it’s time to get tactical. In Part 2 of this Walk-Ins Welcome conversation, Nick and Michael walk through seven AI visibility assets urgent care clinics can build to give AI platforms clearer, more trustworthy information about their organization. From pricing and provider credentials to reviews, FAQs, and privacy information, they explain how clinics can strengthen the information AI has available while continuing to build on the SEO fundamentals that already drive patient growth. They also discuss how to measure AI visibility, why personalization can make testing tricky, and why clinics should focus on influencing AI recommendations rather than chasing guaranteed rankings. 🔥 In This Episode, You’ll Learn: 💰 Why your website should clearly explain pricing and cost of care 🏥 How comparison content can help patients understand when to choose urgent care versus the ER, primary care, or telehealth ⭐ Why bringing reviews from multiple platforms together can create stronger trust signals 🔒 Why security and privacy information deserves a dedicated place on your website 👩‍⚕️ How detailed provider and author pages can strengthen credibility 🏆 Why awards, accreditations, certifications, and community recognition should be easy to verify online ❓ How to build the “mother of all FAQ pages” using questions real patients are already asking 🤖 How to test whether AI can find, understand, verify, cite, and recommend your clinic 📍 Why SEO, Google Business Profile optimization, reviews, and other fundamentals still matter 📊 Why AI visibility should be measured and maintained instead of treated as a one-time project 🛠️ Resources: Learn more about Patient Care Marketing Pros: https://patientcaremarketingpros.com/ Explore PCMP’s Urgent Care SEO services: https://patientcaremarketingpros.com/urgent-care-seo/ 10 Essential Marketing Tips for Urgent Care Centers: https://patientcaremarketingpros.com/articles/10-essential-marketing-tips-for-urgent-care-centers/ Improving Google Business Profile for Urgent Care Centers: https://patientcaremarketingpros.com/articles/improving-google-my-business-for-urgent-care-centers/ Want to strengthen your clinic’s visibility and patient growth strategy? https://patientcaremarketingpros.com/schedule-a-call/ 🎙️ Referenced Episodes & Internal Listening Opportunities: Ep. 227: Google Reviews Are More Powerful Than Your Website https://podcasts.apple.com/us/podcast/ep-227-google-reviews-are-more-powerful-than-your/id1593229248?i=1000766726870 Ep. 193: Using Geofencing and Google Ads to Grow Your Urgent Care https://podcasts.apple.com/us/podcast/ep-193-using-geofencing-and-google-ads-to-grow/id1593229248?i=1000743145655 💬 Stay Connected: Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want To Collaborate With Walk-Ins Welcome? Are you looking to dive into collaboration opportunities with Walk-Ins Welcome? Whether you're interested in being a guest, exploring sponsorship possibilities, inviting us onto your platform, or have a unique idea in mind, we're all ears! https://patientcaremarketingpros.com/podcast-inquiry/ 🎵 Intro and Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

September 9, 2026Episode 24724 min

Ep. 247: Is Your Urgent Care Invisible to AI? | Part 1

AI is changing how patients search for healthcare, and urgent care clinics need to understand what that means for visibility. In Part 1 of this two-part Walk-Ins Welcome conversation, Nick and Michael break down the shift from traditional SEO to AI visibility and why showing up correctly in platforms like Google’s AI Overviews, ChatGPT, Gemini, Claude, Grok, and others is becoming more important. They explain why AI can sometimes misunderstand your clinic, pull outdated information, or recommend competitors instead, especially when your website and online presence do not give it enough accurate information to work with. Before jumping into tactics, this episode focuses on the foundation: understanding what AI currently knows about your clinic, where that information is coming from, and what competitors are already doing better. 🔥 In This Episode, You’ll Learn: 🤖 What “AI visibility” means for urgent care clinics 🔍 How patient search behavior is shifting from keywords to more conversational questions 📍 Why traditional SEO and Google Business Profile optimization still matter ⚠️ How AI can confidently present inaccurate or outdated information about your clinic 🏥 Why urgent care is especially exposed when AI lacks accurate healthcare information 📊 How to audit what AI currently knows about your clinic 🔗 Why identifying the sources AI cites can reveal gaps in your digital presence 👀 How to see which competitors AI is recommending alongside your clinic 🎯 Why establishing a baseline should come before making changes Coming in Part 2: Nick and Michael break down the seven specific AI visibility assets clinics can build to improve how they are represented and recommended across AI platforms. 🛠️ Resources: Learn more about Patient Care Marketing Pros: https://patientcaremarketingpros.com/ Explore PCMP’s Urgent Care SEO services: https://patientcaremarketingpros.com/urgent-care-seo/ Looking to grow patient volume, strengthen visibility, and build a scalable marketing system? https://patientcaremarketingpros.com/schedule-a-call/ 💬 Stay Connected: Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want To Collaborate With Walk-Ins Welcome? Are you looking to dive into collaboration opportunities with Walk-Ins Welcome? Whether you're interested in being a guest, exploring sponsorship possibilities, inviting us onto your platform, or have a unique idea in mind, we're all ears! https://patientcaremarketingpros.com/podcast-inquiry/ 🎵 Intro and Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

September 2, 2026Episode 24629 min

Ep. 246: Meet the Pros: Search & Surprising Playlists With Susan Henderson

What makes a great urgent care clinic stand out? Sometimes, it comes down to the basics: answering the phone, creating a great patient experience, managing your online reputation, and making it easy for patients to find you. In this episode of Walk-Ins Welcome , Michael sits down with Susan, one of the Client Success Managers at Patient Care Marketing Pros, for another edition of Meet the Pros . Susan shares her journey from outside sales and e-commerce to PCMP, along with what she has learned after a year working closely with urgent care owners and operators across the country. They dive into the surprisingly big impact of the front desk, what PCMP's most successful urgent care clients have in common, and why Google Business Profiles, reviews, updated photos, and strong communication can make such a difference. Plus, you'll learn a little more about Susan, including her time as a preschool music teacher and her unexpectedly wide-ranging taste in music. 🔥 In This Episode, You’ll Learn: 📞 Why your front desk plays such a critical role in converting callers into patients 😊 What separates a great front desk interaction from one that costs your clinic a visit ⭐ How to respond to negative Google reviews professionally without letting emotions take over 🤝 What PCMP's most successful urgent care clients have in common 📸 Why updated photos and accurate information matter more than you might think 📍 Why your Google Business Profile is one of your clinic's most valuable digital assets 🔍 What surprised Susan most about SEO and the technical work happening behind the scenes 🤖 Why AI can be useful for marketing, but still needs human oversight 🧠 About Our Guest Susan is a Client Success Manager at Patient Care Marketing Pros, where she works closely with urgent care owners and operators to strengthen their marketing, improve patient acquisition, and reach their growth goals. With a background spanning outside sales, e-commerce, and digital marketing, Susan brings a relationship-focused approach to helping clinics get more from their marketing strategy. After more than a year in the urgent care space, she has developed a firsthand understanding of how front desk performance, patient experience, reviews, and local search visibility all work together to drive clinic growth. 🛠️ Resources Google Reviews Are More Powerful Than Your Website | Walk-Ins Welcome Ep. 227 A deeper dive into why reviews matter for urgent care clinics and how they influence patient decisions. https://podcasts.apple.com/us/podcast/ep-227-google-reviews-are-more-powerful-than-your/id1593229248?i=1000766726870 What Google My Business Strategies Benefit Urgent Care Centers? PCMP tips for improving your Google Business Profile, including accurate information, photos, reviews, and local visibility. Urgent Care SEO https://patientcaremarketingpros.com/articles/what-google-my-business-strategies-benefit-urgent-care-centers/ Learn how PCMP approaches local search visibility and SEO strategies designed to help clinics attract more patients. https://patientcaremarketingpros.com/urgent-care-seo/ 💬 Stay Connected: Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want To Collaborate With Walk-Ins Welcome? Are you looking to dive into collaboration opportunities with Walk-Ins Welcome? Whether you're interested in being a guest, exploring sponsorship possibilities, inviting us onto your platform, or have a unique idea in mind, we're all ears! https://patientcaremarketingpros.com/podcast-inquiry/ 🎵 Intro and Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ

August 26, 2026Episode 24527 min

Ep. 245: Back-to-School Blueprint: Capturing The Autumn Patient Surge

This week’s episode features a segment from our recent Back-to-School Blueprint webinar, where we break down how urgent care clinics can turn the seasonal patient surge into repeat visits, stronger retention, and momentum that lasts beyond back-to-school season. When patient volume starts climbing, it’s easy to focus on getting as many patients through the door as possible. But every new patient represents a bigger opportunity. A great experience can lead to repeat visits, referrals, positive reviews, and even relationships with an entire family. In this webinar replay segment, Michael walks through the patient journey from search to visit and beyond. He covers how clinics can strengthen their local search presence, align campaigns with seasonal demand, improve front desk conversion, get involved in their communities, and stay connected with patients after their visit. If your clinic is seeing an increase in patient volume right now, this episode will help you make the most of that demand while preparing for what comes next. 🔥 In This Episode, You'll Learn: 🔍 How patients search for and choose an urgent care clinic ⭐ Why reviews, availability, services, and online booking influence patient decisions 📈 Why proactive seasonal marketing beats reacting when demand changes 👨‍👩‍👧 How one patient visit can become an opportunity to earn an entire family's trust 💻 Why dedicated service pages matter for local search visibility 📞 How your front desk impacts patient conversion 🎯 How to align marketing campaigns with high-intent searches and seasonal demand 🤝 Why community involvement can strengthen your clinic's local presence 🔄 How follow-up communication can turn first-time patients into repeat patients 💰 Why retaining existing patients can be more valuable than constantly finding new ones Looking to grow patient volume, strengthen retention, and build a scalable marketing system? Explore PCMP's 90-Day Patient Acquisition Framework: https://patientcaremarketingpros.com/ 💬 Stay Connected: Website: https://patientcaremarketingpros.com Facebook: https://www.facebook.com/patientcaremarketingpros LinkedIn: https://www.linkedin.com/company/patient-care-marketing-pros/ YouTube: https://www.youtube.com/channel/UC9nwkAwIyiVvsLTWGoeRbWA Want To Collaborate With Walk-Ins Welcome? Are you looking to dive into collaboration opportunities with Walk-Ins Welcome? Whether you're interested in being a guest, exploring sponsorship possibilities, inviting us onto your platform, or have a unique idea in mind, we're all ears! https://patientcaremarketingpros.com/podcast-inquiry/ 🎵 Intro and Outro Music by Devin Smith: https://open.spotify.com/artist/4UdQjNXnACFE2VpkEoP8v2?si=pDx5jsgtRFOtwrpMOKOkuQ